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Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

The Head of Ecommerce, EMEA is responsible for leading New Balance’s ecommerce business across the region, ensuring that newbalance.com delivers a best-in-class consumer experience while achieving daring revenue and profitability goals. This role will lead a team of 25+ associates, including three direct-report managers (Ecommerce Trading, Customer Experience, and Customer Care), and will play a key part in shaping and implementing the regional digital commerce strategy. Reporting to the Director, Digital EMEA, the Head of Ecommerce will act as the business owner of the DTC ecommerce channel, balancing commercial growth with brand elevation, operational excellence, and consumer-centric innovation.

MAJOR ACCOUNTABILITIES:

• Commercial Leadership: Develop the regional Ecomm strategy and be responsible for the P&L of EMEA ecommerce, driving top-line growth, profitability, and market share.
• Trading Excellence: Drive trading excellence as the foundation of channel performance. Build and implement seasonal trading strategies that optimize product launches, promotions, and campaigns, ensuring both sales and margin objectives are met. Partner closely with cross-functional teams to align commercial decisions with brand priorities, delivering a digital retail experience that is both consumer-led and business-driven. Consistently monitor performance, identify opportunities, and adapt strategies to improve growth across categories and key moments in the commercial calendar.
• Consumer Experience: Lead the consumer and onsite experience, overseeing the entire Customer Experience function including Ecommerce Operations, Campaign, Content, and Conversion Rate Optimization (CRO). Ensure flawless site operations, compelling product presentation, and engaging storytelling that reflect the brand and drive conversion. Build data-driven testing and optimization programs that continuously improve usability, speed, and conversion performance.
• Customer Care & Fulfillment: Ensure best-in-class customer care and post-purchase service standards that strengthen loyalty, retention, and advocacy in partnership with our Customer Service agency and Logistics teams and partners
• Shared accountability with Marketing for performance marketing and traffic acquisition strategy, including the effective management of the ecommerce traffic budget.
• Shared accountability with Merchandising for product assortment, buying, and promotion strategy, ensuring balanced growth, consumer relevance, and healthy margins.
• Building EMEA technology needs and partner with Global Technology and IT teams on the delivery of the regional technology roadmap, while aligning with other regions on overlapping requirements. Work with digital product management and engineering, UX and CX on global roadmaps.
• Digital Transformation: Champion the advancement of ecommerce capabilities, processes, and tools in alignment with global digital strategies and local market needs.
• Leadership & Talent Development: Inspire, develop, and coach a high-performing team, fostering a culture of accountability, collaboration, and consumer focus.
• Data & Insights: Leverage analytics and consumer insights to inform decision-making, optimize performance, and drive continuous improvement.
• Stakeholder Influence: Act as the voice of EMEA Ecommerce within the DTC leadership team, ensuring alignment, visibility, and advocacy for the channel.

REQUIREMENTS FOR SUCCESS:

• Previous experience within an Ecommerce Leadership position
• Excellent knowledge of digital commerce, with a consistent track record of managing large ecommerce teams and P&L responsibility in a consumer-facing brand or retailer.
• Commercial Mindset: Deep understanding of ecommerce trading levers, performance marketing, onsite merchandising, and consumer behaviour.
• Strategic & Hands-On: Ability to set long-term vision while also diving into details to drive operational excellence. Experience and demonstrated ability to lead strategic business initiatives.
• Omnichannel Outlook: Experience working within an omnichannel environment, integrating ecommerce with retail and marketplaces.
• Consumer-Centric: Passion for delivering exceptional consumer experiences that blend brand storytelling with conversion.
• Cross-Functional Influencer: Strong stakeholder management skills, able to align diverse teams around shared goals and influence without direct authority.
• Analytical & Data-Driven: Proficiency in demonstrating data, targets, and insights to inform strategy and optimize business performance.
• Leadership Skills: Inspirational people manager who develops talent, builds strong teams, and leads with clarity, compassion, and accountability.
• Growth Mindset: Comfortable navigating change, finding opportunities for improvement, and driving transformation in a complex regional environment.
• Industry Knowledge: Experience in lifestyle, fashion, or sportswear ecommerce preferred; multilingual ability (especially English plus another EMEA language) is a plus.

BENEFITS:

• Management Bonus
• Discount on the health insurance
• 8% holiday allowance
• Flexible Working Hours
• Pension Scheme
• 25 days Annual Leave per year
• Up to €250 travel allowance each month
• Hybrid working
• On-site Gym
• Employee Discount
• Work from-home allowance
• Home working equipment
• Sports subscription services
• Flexibility to work 20 days from anywhere each year
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

Equal Opportunity Employer:

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.

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